Technical Support Analyst

4 weeks ago

Markham, Canada Sentrex Distribution Inc. Full time

**Position Type**: Full Time

**Department**:IT

**Work Location**: Markham, ON

**Work Arrangement**:On-Site**

**Work Hours**:Standard Business Hours Monday to Friday

**Travel Required**: No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functional teams. Our core capabilities include **Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, as well as HCP & Clinic Services.**

**Come and join our team But first, let us tell you why we love working here**:

- We are 100% Canadian with locations across the country
- State-of-the-art facilities to provide high-quality products and services
- The opportunity to be a part of a winning, high-performing team
- Collaborative, engaging workplace culture - **we are passionate about our people**
- Flexible working environment that promotes a healthy work-life balance
- Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
- High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
- Quarterly virtual social events

**The Opportunity**:
The Technical Support Analyst is a member of the Sentrex IT department reporting to the Manager, IT Operations and Infrastructure and is focused on providing front-line support for Sentrex users and strategic external partners.

**A Day in the Life (What you will do here)**:

- Provide first level management and triage of tickets submitted through our formal IT ticketing system
- Escalation of IT tickets to Sentrex’s second-level support teams or external vendor’s support as needed
- Following up on tickets to ensure timely resolution and closure
- Ensure Support ticket SLA’s are met, investigate any misses, and recommend solutions to better meet SLA’s
- Adhere to documented standards for all incidents; recommend improvements to existing documentation
- Interfacing with key internal business groups, various IT departments, technology vendors, and service providers
- Adhere to Sentrex & IT policies & SOP’s, supporting compliance reporting and directly participating in a disciplined incident management framework as it relates to the support of Sentrex business systems and end-user facing device
- Bring forward ideas to improve service efficiency or quality to the _Manager, IT Operations and Infrastructure_
- Providing support for implementation of new systems, business processes, and initiatives
- After hours on call duties to support and resolve critical issues affecting Sentrex’s key systems
- Providing timely status reports of projects, incident tickets, and any other assigned tasks
- Staying abreast of emerging technologies
- Inform senior staff about industry innovations and recommend relevant upgrades
- Assist with the creation and delivery of IT training to Sentrex staff as required
- Show a commitment to implement personal behavior changes that will lead to improved service excellence
- Additional duties as assigned by management

**What you need to ensure you are set up for success**:

- Minimum 3-5 years of IT experience supporting end-users and user-facing systems
- Full fluency in English is required; fluency in French is an asset
- Excellent communication skills both written and verbal
- Customer service support experience in a fast-paced environment
- Superior interpersonal skills with a client-service orientation
- Experience providing how-to support in addition to traditional technical support
- Able to explain technical concepts in user-friendly terms
- Solid IT technical foundation
- Experience in a managed Microsoft Windows desktop environment
- Experience using Azure to manage users and devices
- Experience in the following areas is also an asset:

- Cloud-based VOIP Telephony
- Documentation\end-user guide writing
- Writing PowerShell scripts to automate tasks
- ITIL knowledge\certification as is relates to Helpdesk functions
- Healthcare or Pharmaceutical industry experience is an asset
- Strong analytical and problem-solving skills
- Self-motivated, creative, and able find innovative solutions with the resources at hand
- Quick learner who is curious, inquisitive, and willing to learn
- Able to adapt to changing priorities and deadlines
- Strong understanding of business processes
- Highly attentive to detail
- Capable of preparing thorough and clear documentation of incidents
- Documentation of processes, work instructions, a

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